Scheduler/Staffing Coordinator Float Pool BWH

Mass General Brigham; Boston (MA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Patient Services Coordinator to join their team. This role involves coordinating patient registration and scheduling, ensuring timely and efficient service for both patients and referring providers. The ideal candidate will excel in customer service, possess strong communication skills, and be detail-oriented. This position offers the chance to work in a dynamic environment, contributing to patient care and support while adhering to strict confidentiality and privacy guidelines. Join a team where your contributions make a real difference in healthcare delivery.

Qualifications

• 0-1 year of customer service experience in a contact/call center environment.
• Experience in a medical office or healthcare setting preferred.

Responsibilities

• Coordinates registration and scheduling for new patient appointments.
• Documents patient information in compliance with department procedures.
• Provides excellent customer service to internal and external customers.

Skills

Customer Service Skills

Communication Skills

Data Entry Skills

Interpersonal Skills

Education

High School Diploma or Equivalent

Tools

Microsoft Outlook

Microsoft Excel

Epic

Job description

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Under direction, receives incoming communication and online requests from both patients and referring providers interested in accessing care. Performs patient registration and scheduling processes. Ensures that patients, referring providers, and other customers receive timely, efficient, and high-quality service.

Does this position require Patient Care? No

Essential Functions

1. Coordinates the registration and scheduling for new patient appointments.
2. Documents all patient demographic, medical, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of getting a hospital registration number and scheduling an appointment.
3. Answers telephone, triages calls, and takes accurate and detailed messages using professional and courteous customer service techniques.
4. Provides basic information and instructions to patients regarding the practice and hospitals across the enterprise.
5. Obtains all patient information required by the providers prior to an appointment. Ensures that the medical records are available to all healthcare providers.
6. Transcribes call, referral, and scheduling information accurately in multiple systems.
7. Provides excellent customer service to both internal and external customers of the Mass General Brigham Hospitals and ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians.
8. Maintains confidentiality and privacy consistent with HIPAA guidelines.

Qualifications

Education: High School Diploma or Equivalent required.
Can this role accept experience in lieu of a degree? No

Licenses and Credentials: Experience

• Customer service work experience, specifically in a contact/call center environment 0-1 year required.
• Experience in a medical office or healthcare setting, with Epic experience 0-1 year preferred.

Knowledge, Skills, and Abilities

• Excellent customer service skills.
• Knowledge of basic computer skills, including effective use of Microsoft Outlook, Excel, and general data entry/search functionality.
• Strong communication, interpersonal, and team skills.
• Ability to exercise judgment with sensitive, confidential information.
• Detail-oriented with accurate data entry skills.
• Ability to handle a high volume of calls in a fast-paced environment.
• Ability to translate patient or referring office requests into appropriate actions using available tools and protocols.
• In-depth knowledge of referral triage processes and insurance stipulations affecting appointment scheduling.

Additional Job Details

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type

Onsite

Work Location

75 Francis Street

Scheduled Weekly Hours

36

Employee Type

Regular

Work Shift

Rotating (United States of America)

EEO Statement

The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.